TriNet is a leading provider of comprehensive human resources solutions for small to midsize businesses (SMBs). We enhance business productivity by enabling our clients to outsource their HR function to one strategic partner and allowing them to focus on operating and growing their core businesses. Our full-service HR solutions include features such as payroll processing, human capital consulting, employment law compliance and employee benefits, including health insurance, retirement plans and workers’ compensation insurance.

TriNet has a nationwide presence and an experienced executive team. Our stock is publicly traded on the NYSE under the ticker symbol TNET. If you’re passionate about innovation and making an impact on the large SMB market, come join us as we power our clients’ business success with extraordinary HR.

Don't meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single requirement. At TriNet, we are dedicated to building a diverse, inclusive and authentic workplace, so if you're excited about this role but your past experience doesn't align perfectly with every single qualification in the job description, we encourage you to apply anyways. You may just be the right candidate for this or other roles.

Qualifications - External

Job Summary/Overview

The Payroll Customer Success Consultant serves a critical role working as subject matter expert and the primary point of contact for an assigned portfolio of TriNet clients with respect to our HR systems and process support, which includes, but is not limited to, the TriNet platform, payroll, reporting, and HR and benefits administration. They interface with clients at all levels of management including senior executives to ensure success in their business processes related to payroll oriented inquiries. The role is critical to providing an outstanding client experience to TriNet’s customers.

Essential Duties/Responsibilities

• Delivers excellent core standard services to customers through providing diligent, accurate, appropriate, timely, and easy-to-use valuable solutions to meet their needs.
• Ensures proper triage, escalation, and effective resolution of all client inquires, while providing relevant information, and making recommendations.
• Organizes and prioritizes work to ensure timely, effective, efficient, and economic delivery of services; ensures Service Level and Operational Level agreements are met.
• Handles open cases to ensure problem resolution in the shortest amount of time, while keeping clients regularly advised of status and anticipated resolution date, with a high emphasis on quality
• Responsible for consistently meeting established key performance indicator metrics as defined by management and being accountable to TriNet’s customer retention and customer satisfaction goals.
• Works cross-functionally with other TriNet colleagues to deliver exceptional customer services, build cohesive interdepartmental relationships, and coordinate support from other internal teams.
• Serves as a key contributor within the preferred service model, alerting the organization to key internal and/or external business issues (such as constantly evolving regulatory compliance requirements) and trends that affect business results, and providing training and mentoring to existing and new colleagues.
• Documents all customer interactions in the CRM system.
• Other projects and responsibilities may be added at the manager’s discretion.

Education

• Bachelor's degree (B. A.) from four-year college or university; or equivalent combination of education and experience

Training

• Preferred Certifications: FPC/CPP preferred

Experience

• Minimum of 6 years of customer service
• Minimum of 4 years of payroll experience

Other Knowledge, Skills and Abilities

• Knowledge of PEO products, services, and markets, including knowledge of operations, cross-functional workflows, and interaction between the various company units, processes, and systems
• Knowledge in payroll and compliance management
• Knowledge of contact center technologies (Telephony, CRM, Call Monitoring, Workforce Management).
• High level of proficiency in Microsoft Office Suite, PeopleSoft, and Salesforce
• Fluency in English, bilingual a plus.
• Solid understanding of API functionality and ways to address these types of customer requests.
• Excellent verbal and written communication skills including interpersonal and presentation and facilitation skills.
• Ability to demonstrate strong business acuity.
• Top notch customer service skills.
• Ability to maintain confidentiality of corporate data.
• Possesses a deep understanding of TriNet's processes and aligns solutions to deliver an excellent client experience.
• Ability to link business need to payroll/platform programs and operational services.
• Ability to meet customer needs taking ownership for customer satisfaction and gaining the cooperation of others in pursuit of company goals.
• Ability to work independently to resolve issues in a team office environment; to communicate effectively across many organizational levels and functions driving business engagement and teamwork; to effectively establish trust with stakeholders
• Ability to multi-task, prioritize and complete requests and assignments in a timely manner.

Work Environment/Other Information

• No travel required
• Work in clean, pleasant, and comfortable office setting
• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

This position may be performed remotely anywhere within the United States, except the role may not be performed in Colorado.

As an applicant seeking to work in the state of California, city of Cincinnati, Ohio, state of Connecticut, state of Maryland, or state of Rhode Island you are entitled to information about the salary range for this role. Please contact recruiting@trinet.com for further information.

COMPENSATION AND BENEFITS: For applicants in the city of Jersey City, or city of New York the salary range for this role is $52,600.00 to $104,040.00. A candidate’s final salary offer will be based on the candidate’s skills, education, and experience.

A candidate’s compensation may also include bonuses consistent with TriNet’s corporate bonus plan.

Additionally, subject to applicable eligibility requirements, TriNet offers permanent full-time employees a variety of benefits including medical, dental, and vision plans, life and disability insurance, a 401(K) savings plan, an employee stock purchase plan, eleven (11) Company observed holidays, PTO and a comprehensive leave program. Please click the following link for detailed information about our benefits offerings: https://www.trinet.com/documents/blt5b61a1040aae1904

Please Note: TriNet reserves the right to change or modify job duties and assignments at any time. The above job description is not all encompassing. Position functions and qualifications may vary depending on business necessity.

TriNet is an Equal Opportunity Employer and does not discriminate against applicants based on race, religion, color, disability, medical condition, legally protected genetic information, national origin, gender, sexual orientation, marital status, gender identity or expression, sex (including pregnancy, childbirth or related medical conditions), age, veteran status or other legally protected characteristics. Any applicant with a mental or physical disability who requires an accommodation during the application process should contact recruiting@trinet.com to request such an accommodation.